Complaints procedure: guidelines for current and former students
Purpose of procedure
This complaints procedure covers the handling of complaints from students and should be followed if you want to complain or express dissatisfaction about the delivery and quality of services received, or about the delivery and quality of teaching, learning support or any other matters relating to your programme of study, or services provided at a Kaplan Pathways college.
A complaint is different from an academic appeal, which is a formal request, made by a student, that the decision of a Kaplan Assessment Board should be reviewed because it is believed by the student that an injustice has occurred in relation to their assessment.
Many complaints can be resolved informally. You should speak to a teacher, a member of Student Services, or an appropriate member of staff with whom you feel comfortable, about your complaint. This would be the normal first stage and we hope to resolve your complaint at this point.
Details of the informal complaints procedure can be found on the College Services page on your college VLE.
Where you find the issue has not been resolved through informal discussions with a staff member, you should follow the procedures outlined below to raise a formal complaint. At this stage, it will be made clear to you that the complaint is now at a formal level.
Process for formal complaint
To raise a complaint, you should complete the online suggestions, feedback and complaints form with as much information as possible.
This will be automatically forwarded to the senior team at your college. Your complaint will be considered by the Head of College Services (unless the complaint relates to that individual). They will keep a log at each stage of the complaint, including matters considered and any outcomes. You will also receive a written outcome of the investigation.
If you are not happy with this outcome, you can ask the College Director to appoint someone, who is not involved in the matter, to carry out a second independent investigation. This person will look objectively at your complaint and will let you know the outcome.
Staff investigating a complaint will be unbiased, act in good faith, and take into account relevant considerations and extenuating circumstances.
Individual privacy and confidentiality will be respected. Students are also asked to also keep a level of confidentiality while their complaint is being processed.
Complaints will be dealt with in accordance with Kaplan’s equality policies.
While you are studying at a Kaplan Pathways college, complaints should go to college not university staff, even if you are studying and living on the university campus. Whatever the nature of your complaint, the university staff will always refer this back to the Head of College Services and/or College Director to consider and discuss the complaint. It is the college’s responsibility to resolve a complaint while you are studying there.
If you still remain unhappy with the outcome of your complaint at the college, you can appeal again to the Director of UK Colleges. Your College Director will provide you with contact details.
To enable complaints to be investigated effectively, it is essential that you raise the issue within a maximum of one month of the issue arising.
Your college will attempt to deal with any complaints as quickly as possible, and although some may take longer to resolve than others, a first level of response will be provided within 5 days of receiving the complaint. You will be given regular updates if further investigation is needed; however, timescales may vary where complexities arise. Your Kaplan Pathways college will keep you updated regarding the progress of your complaint.
If you are unsure of any part of the process, or want to seek help or guidance, you should contact your teacher, College Services or the Head of College Services to discuss.